What are the responsibilities and job description for the Hamm Customer Support Specialist position at Vets Hired?
About the job Hamm Customer Support Specialist
The primary purpose of the Hamm Customer Support Specialist's role is to provide dealers and end users with all aspects of product and technical support for Hamm compaction equipment. This position is responsible for providing solutions for equipment delivered to dealer locations and end users by performing troubleshooting diagnostics, repairs, and delivering effective product training and technical support.
Essential Duties and Responsibilities :
Work closely with the Hamm Product Support Manager.
Contact customers and dealers that submit help tickets through the John Deere CCMS and Expert Connect systems.
Keep records and details of recurring failures to provide to the factory for future machine updates.
Perform Hamm compaction demonstrations and start-ups when necessary.
Perform machine parts and software updates.
Create troubleshooting material to help customers and dealers with recurring issues.
Develop relationships with dealers to assist with future needs and concerns.
Train dealer technicians on service repair, option installations, and proper use of Hamm equipment.
Make customer visits to research mechanical and application improvement opportunities.
Assist with machine preparation at marketing and trade shows.
Must be able to travel 50% of the time.
Must be proficient in Microsoft Office.
Perform machine inspections to create wear item lists and recommend repairs.
Provide on-site technical assistance to help troubleshoot and repair equipment.
Serve as a communication link between the dealer and the company to ensure effective service is provided to the customer.
Advise management of Hamm product issues arising from problems identified through technical support with dealers and customers.
Education / Experience & Skills :
Bachelor's degree or equivalent from a four-year college or university; or five to seven years of related experience and / or training; or equivalent combination of education and experience.
Fundamental knowledge of construction equipment practices as well as technical and mechanical systems.
Physical Demands :
While performing the duties of this job, the employee is frequently required to talk and hear, sit, stand, and walk.
Requires gross hand and finger dexterity and may occasionally require reaching outward with hands and arms.
Rarely requires climbing, balancing, stooping, kneeling, crouching, or crawling.
Must occasionally lift and / or move up to 25 pounds.
Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
Work Environment :
Frequently works at off-site locations with exposure to moving mechanical parts, high, precarious places, and outside weather conditions.
The noise level in the work environment is usually moderate.
This company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with a disability, or any other protected class under federal, state, or local law.
